release notes effective version 10.3 ( )

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1 Introduction We are pleased to announce that Issuetrak 10.3 is available today! 10.3 focuses on improved security, introducing a new methodology for storing passwords. This document provides a brief outline of what s new, what s changed, and related technical information. If you are an existing customer ready to upgrade to the latest version of Issuetrak, please review all release details carefully as there are significant changes that may impact your ability to upgrade at this time. For a comprehensive overview of all release details, please refer to the following Knowledge Base article. To explore the latest release in a live Issuetrak environment, please login to our Public Preview Site or for a private test site, contact our Support Team at (US & Canada), (International), support@issuetrak.com, or What s New security For Issuetrak 10.3, we improved how the application handles and stores all passwords to provide the optimum balance between security and functionality. What s Changed NTR, Linktivity, and RightAnswers have been removed from Issuetrak. The Active Directory Password Reset option has been removed from Issuetrak. Additional changes have been made to the application based on improvements to user password handling: Updates to the Self Registration process. Password migration tool that allows admins to align existing user accounts in Issuetrak with our security improvements. Modifications to the admin/user password reset process and forgot password process. Update to Swagger Resources (API) then now

2 What s Fixed Issuetrak 10.3 Asset Management Asset Management / Security Issue Related Outgoing Inactive assets were not able to be edited. Having Cross-Site Request Forgery security checked prevented attachments from being added to Software Purchase entries. New issues were being submitted instead of appending notes to existing issues. The user was unable to Close or Edit Issues when the Submitted User account was deleted. Closed Issue notifications include the Please reply above this line separator next to the Please do not reply message. FIX: A new option has been added to the Settings screen within System Settings that allows the separator type to be specified ( Please reply above this line or a symbol based separator). The text in exported reports was not being styled correctly. Setting the width for fields in Report Writer not working. Column headers and data were misaligned in Summary. Search Surveys The query editor and filters causing duplication issues with filters. Error on User Search by Address when the address was more than 50 characters. Using DPAPI encrypted connection strings would break the ability to choose "Work with Surveys" within the Surveys module. Special characters included in the Issue Subject lines were displaying as HTML text codes when viewed from the As Task Assignee section. The incorrect screen was showing when the Default Home Page was set to Next Action To Me. Type ahead feature for assets not working as intended in specific scenarios involving Quick Picks with no organizations specified. Certain configurations were resulting suboptimal performance when working with issues.

3 Issuetrak Asset Management Attachments / Permissions Calendar CSRF / Dashboard Global Issues (IEM) (IEM) / Security / Issue Related Issue Related Knowledge Base Mobile Site Rich Text Editor Search Tasks Inactive asset records were creating duplicate records when using ScanPC. End Users with the appropriate permissions were not able to delete attachments. Date/Time Discrepancy when saving calendar out of office When CSRF was enabled, clicking certain links within Dashboard Panels caused users to be logged out. The Activity Date for child issues was being incorrectly updated by Global Issues. s processed by IEM were appearing with abnormal formatting. Line breaks/carriage returns used in composed s were not being applied in the Issue Description/Note fields as expected. An XSS vulnerability was discovered in IEM and has been resolved. Issues submitted via IEM that contained single quotes in the subject were displaying the html code (') for single quotes instead of the single quote itself. After clicking "Add Note," the cursor was not automatically being position in the New Note field. Numbered lists in Knowledge Base articles were not incrementing. An error would occur when selecting the Caller in the Mobile version of Issuetrak. An error would occur when highlighting text both outside a paragraph tag and within the paragraph tag.. Search was returning unexpected results after performing an initial search and using the browser back key to modify search parameters. Multiple task notifications were being sent based on task group assignments. Apostrophes in Organization Site Titles were being displayed as double quotes.

4 Issuetrak Active Directory Asset Management Attachment A plus sign in an Active Directory user account password prevented authentication with Issuetrak. The Value List was not sorting according to the display order on the edit asset page. The file upload window does not appear correctly using Microsoft Edge. Escalation Rules were being applied incorrectly in certain instances. Dashboard Avg Resolution Time was missing from Current Qtr Performance dashboard. (IEM) (IEM) Issue Related Report Writer Line breaks not appearing correctly in processed s. Formatting of processed s not being retained or processed correctly when turned into an issue. The submit page was taking additional time to load. Line breaks were causing the description field to separate into rows when reports were exported to excel. Issuetrak Active Directory (IEM) An error occurred during an AD import when certain Active Directory properties matched multiple fields across multiple locations in Issuetrak. Auto Assignments Rules with Departments were not auto-assigning on IEM messages. The auto assignment rules for submitted issues were not being applied due to differences in time zones. Certain s sent into IEM in would error when attempting to be processed. The type-ahead feature on user related fields could cause reduced responsiveness due to large user counts.

5 Issuetrak Notifications Certain circumstances would mistakenly cause Escalation Rules to fire and change the sub-status of an issue. When Quick Picks were used to submit an issue, Auto Assignment rules by Organization were not processing correctly if the assignee field in the Quick Pick was blank. Markup was showing in the body of certain messages sent by Issuetrak. Outgoing The processing of incoming s with specific formatting was handled differently than expected. Processing on an incoming would stop if the phrase "Original Message" was present in the body. Line spacing in outgoing s was not displaying as intended. Performance Performance Simultaneous End User logins would cause the submit issue process to hang. An issue with ajax calls was corrected, resulting in improvements to how quickly screens are loaded. Tasks that were assigned to others were not visible for qualified Users in Query Restricted Knowledge Base categories were visible when constructing a query in the Report Writer. Cloned reports would not allow the query to be changed. Search Surveys Search results were not displaying as expected when User Defined Fields were used on the Search Issues page. The "Create Survey From Existing" option caused errors with certain surveys. Certain pop-up windows in the Custom Screens form were too small to display all options

6 Issuetrak Notifications Quick Picks were not triggering auto-assignment rules when Issue Type and Subtype 1 were both filled out. notifications exceeding 7500 characters were not being sent. Installation Issuetrak Service Monitor script was missing from the installation files. Issuetrak Auto-assignment rules were still processing on inactive agents. Search Searching issues for tasks would display an error. Issuetrak Rich Text Editor Lines were incorrectly being wrapped when carriage returns were used. Issue Change Log If a pre-populated Date UDF was in use, then the Issue Change Log was reflecting that it was being changed every time an issue was updated. The Default Issue Type dropdown in the settings was displaying code if an ampersand was present. Exchange-based s containing attachments were having the attachments replaced with a file named winmail.dat.

7 Issuetrak Security A cross-site scripting vulnerability was found. Issuetrak Search Searching through issues with date criteria caused errors. Issuetrak Messages longer than 7000 characters required MSDTC to process successfully. Issuetrak Performance The site would stop responding when attempting to load search results for Next Action or Assign To fields on the Submit screen.

8 Issuetrak Active Directory Active Directory Asset Management Attachments Issue Issue Related Issue Related Issue Search The AD Import scheduled task was failing to import users when SSO was enabled. The AD Parameters page would show up blank when invalid Location ID mappings were in place. A Bypass URL setting has been added to the Features page to allow ScanPC to post audits to SSL-enforced sites. Users were unable to upload attachments exceeding 50MB without using the drag-and-drop method. Substatus and Escalation rules were inappropriately being triggered under certain circumstances. Attachments with special characters in their filenames were not being included with ed issues. Certain fields allowed the user to hit 'enter' to allow unvalidated information to be saved in issues. A browser error would occur when submitting an issue without a caller selected and a particular symbol was entered into the subject line. Custom fields could not be searched for exact values. Knowledge Base Unauthenticated users were able to anonymously access KB articles. Knowledge Base Permissions When anonymous search was enabled for the knowledge base, users that signed in via SSO were receiving a Not Found error when they attempted to access private KB articles. The checkboxes relating to the Can Close Issues permission remained enabled when they shouldn't have. Issue searches that were exported to Excel were missing Next Action fields, where applicable. Scheduled reports that were created from saved searches were causing errors.

9 Issuetrak (cont'd) Security A cross-site scripting vulnerability was found. Surveys Surveys that were configured to require login were allowing anonymous access to the survey When CSRF protection was enabled, the My Issues screen would navigate to the My Issues tab when attempting to sort a column. AD users were having their "Redirect To" and "Default Home Page" settings overridden by the AD template they were mapped to. A helpful link for adding inline images and formatting without using the Rich Text Editor had been removed. When CSRF protection was enabled, attempts to list KB articles were redirected to a page displaying "No token found!". The message "Could not find Issue!" was displayed when attempting to update an issue with an unvalidated value in a type-ahead field. The organization field was not auto-matching Organization names when pressing enter. Ampersands were being displayed incorrectly on the My Issues screen. When large numbers of escalated issues were present in the site, issues were taking an excessive amount of time to load, or failing to load at all.

10 Upgrade Process If you are an on-premises customer, you can download the latest Upgrade Guide and automated installation/upgrades files from the following Knowledge Base article. On-Premises Customers If you are an on-premises customer not currently on 10.0 or newer, you will need to be issued a new Issuetrak license key in order to upgrade. To receive your new key, please contact our Sales Team at (US & Canada), , or sales@issuetrak.com. Before installing this update, please verify that your installation environment meets the latest System Requirements effective Issuetrak If you utilize the Issuetrak RESTful API, it will need to be reinstalled after upgrading Issuetrak. The latest API distribution files are included with the Issuetrak installation/upgrade files linked above. Cloud Customers If you are a cloud customer, you can receive this update as needed to address reported issues and to assist with troubleshooting. Otherwise the upgrade will be applied for you automatically to ensure the best possible Issuetrak experience. You may also request the update for your site by contacting our Support Team at (US & Canada), (International), support@issuetrak.com, or